Help & FAQ
Q: What types of payment do you accept?
A: We accept the following payment methods:
Credit cards: VISA, MasterCard, Paypal and American Express.
Interac: You can pay for your order online.please note that the card holder must have access to online banking.
Q:Why did my payment fail?
A:If your payment for an order has failed, please check it is not due to the following situations:
Card security code failed Please note that an incorrect card security code could cause payment failure.
Card security code is the short numeric code on the back of your credit card. Please verify that you have entered the correct card security code and try again.
Insufficient fund If you meet the insufficient fund error log when you make payment by credit card, please make sure that you have sufficient funds in your account and that payment for your order does not exceed your credit limit. Please also make sure you have used a Visa or MasterCard personal credit card to finish payment, because at present debit card or business card is unable to be supported.
Exceed limit Please make sure the order amount does not exceed your credit card limit. Or the payment is unable to go through smoothly.
Q: How can I track my order?
A: Here is how you track your order:
Log into MY ACCOUNT to view the status of your order Track your shipment by using the tracking number provided to you once your item(s) have been shipped. You cannot track your order before it has been shipped.
If you don’t know what your tracking number is or if you’re having difficulty tracking your package, feel free to contact our customer service department for assistance.
Q:I can't track my order using the tracking number provided. What can I do?
A:If you can't track your order using the tracking number provided:
1. Please contact the supplier to confirm whether they have provided you with the correct tracking number. Please also check if they have changed the shipping information. You can contact the supplier using our instant messenger tool, chat with us or click contact us to send us messages.
2. Please contact the shipping company to confirm if the order was dispatched. Sometimes shipping companies take 1-2 days to update new delivery information on their website.
Q: How long will it take to receive my order?
A：Normally the package can be delivered within 3-5 days,The length of time in which you receieve your order will depend on many factors such as the shipping methods well as the location of the shipping address.Once your order has been shipped,you will receive a tracking number by email,enabling you to track your order.
Q: How can I cancel my order?
A: If you decide to cancel your order you can contact our customer service department and they will assist you in doing so.
Q:Why was my item/order canceled?
A:Your order had been canceled for the following reasons: Item(s) became unavailable after your order was placed Difficulty in processing your payment information Inability to ship to the address provided If you have questions or would like to place a new order please contact us
Q:What if I forget my password?
A:We can quickly email you a link to reset your password. Click here to go to the log-in page and then click "Reset Password".
Q:When will I receive my refund?
A: The refund caused by order cancellation, refund agreement or Mediation will be process instantly from Vanlov account. However, it may take 3-5 business days for it to display on your credit card statement.